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Chapter 1 The Business Genome: The Key t... > The Genomic Approach to Business
The Genomic Approach to Business
Businesses consist of components of great ideas that can be melded together to create and launch new business opportunities. When the higher-ups at Jiffy Lube started to suspect the value of selling oil had diminished in favor of a more holistic approach to the oil change experience, they used a genomic process to borrow ideas from other industries. Who had a great waiting room experience that could be built into a new model for Jiffy Lube? How could that experience be grafted onto the existing interior of Jiffy Lube’s stores to create a killer app?
From Viscosity to Customer Experience: Pennzoil to Jiffy Lube
Jiffy Lube’s road to customerization over the past decade highlights the shift in what matters now. Clyde Beahm, former president of Jiffy Lube during its early days of expansion, explains the complexities of driving customer loyalty by transforming the entire experience of an oil change. “Before, our options were limited and undesirable. We could either leave our car at a dealership waiting all day, or take it to the local ‘grease monkey,’ and sit in an atmosphere designed for dirty rags and tools, but not for customer comfort.” Under Beahm’s leadership, Jiffy Lube focused on the ambiance of the waiting environment, the speed of service, and the organization of the recordkeeping, driving customer loyalty for more than a decade based on th....